Last updated: August 2026
This policy applies to orders placed through hyp-energy.co.uk, operated by HYPEME LTD (company number 17358307), registered in England and Wales. Registered office: 6 Trinity Place, Midland Drive, Sutton Coldfield, West Midlands, B72 1TX.
Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order within 14 days of receiving your goods without giving a reason. You then have a further 14 days to return the items.
To start a return, email support@hyp-energy.co.uk with your order number.
Exceptions
HYP caffeine pouches are a consumable food supplement supplied in sealed tubs. Due to the product's lifespan and for hygiene reasons, tubs that have been opened cannot be returned unless the product is faulty or damage is revealed on opening (with photo proof). This is in line with the Consumer Contracts Regulations 2013 exemption for sealed goods not suitable for return due to health protection or hygiene reasons where the seal has been broken after delivery.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty or incorrect, you are entitled to a replacement, repair or refund under the Consumer Rights Act 2015. Please contact us within 5 days of delivery at support@hyp-energy.co.uk with your order number and photographs of the issue. If the damage is only visible once you open the tub, that still qualifies — include photo proof. We will aim to resolve the matter and cover any return postage.
How to return
- Email support@hyp-energy.co.uk with your order number and reason for return.
- We will respond within 1–3 business days with the next steps and return address.
- Return postage for change-of-mind returns is your responsibility. We recommend using a tracked service.
- Once we receive and inspect the returned item, we will process your refund.
Refund window
Refund requests for change-of-mind returns must be made within 7 days of your order being delivered. This shorter window reflects the product's limited shelf life. Requests for faulty, damaged or incorrect items must be made within 5 days of delivery.
Processing
Refunds are issued to your original payment method. Please allow up to 10 business days for the refund to appear on your statement after we confirm approval.
Exchanges
We do not currently offer direct exchanges. If you would like a different flavour or pack size, please return your order for a refund and place a new order.
Cancelled or failed deliveries
If a parcel is returned to us by the carrier because delivery could not be completed (for example, an incorrect address or the parcel was uncollected), we will contact you. In those circumstances, re-delivery postage is at your expense.
Refunds initiated by us
In some cases we may issue a refund without requiring a return, for example if the item is unavailable or there has been a dispatch error. Where we believe the item was not received by the purchaser, you will be refunded in full.